Transit Damage Claim - Submission Process

PrixCar is committed to providing our customers with reliable and quality service. While every effort is made to safely transport your vehicle, there are incidents that occur from time to time. PrixCar is not automatically responsible for all incidents as a number of external factors can impact service delivery.

IMPORTANT – Please read the following information prior to completing our claim form.  In any claims process, a customer is required to support their loss.  Without complete and detailed information, we may be unable to process your claim.  Claims should be submitted within 14 days from the date of delivery.

Before submitting a claim please consider the following:

Damage that is not noted on the Vehicle Condition Report (VCR)/Epod at the time of delivery cannot be validated as being present. Damages that occur or can be referred to as occurring outside of the service period do not qualify for a damage claim.

The following points discuss some of the noted exclusions. 
Please read our terms and conditions for a complete understanding on limitations and exclusions on liability - Vehicle Services Conditions


Stone Chips:

Stone chips, unfortunate and as frustrating as they are, are a road hazard caused by loose stones over the road. A range of factors impact road conditions; for example, road maintenance, street sweeping, storms, and debris; none of which PrixCar can influence.  

When vehicles are transported on an open trailer, stone chips are commonly caused by the stones being flicked up from vehicles passing in the opposite direction.

As environmental conditions and other road users cause these stone chips, and they are not caused by any act of Prixcar, PrixCar is not liable for these damages.


Fair Wear & Tear:

Vehicle wear and tear is considered to be damage or deterioration resulting from normal use and exposure, not a result of impact damage from transportation. 

We do conduct an initial walk-around survey to capture all obvious damages or marks that are visible at the time of survey from 1 metre away.

We consider a certain amount of damage to a vehicle to be fair wear and tear as a result of continued use - Fair Wear & Tear Guide


Force Majeure:

If your damage is relating to a force majeure event (without limitations - fire, hail, storm etc), please note any damage caused by these events should be referred to your own motor vehicle insurance provider.


Customer Responsibility 

The claim should be submitted within 14 days from the date of delivery.  Claims submitted past this timeframe may not be considered. 

Step 1 - click here to download a claim form – CLAIM FORM

Step 2 – Complete the claim form with as much detail regarding damage under “Damage Description / Comments”. 

Step 3 – Provide 2 photos of each damage – 1 up close and 1 from 1mtr away. Pleaes also take a photo of the VIN number or registration plate.  It is important that all photos are clear and not blurry and in natural daylight.

Step 4 – Arrange 2x detailed and itemised independent quotes for repair.

Step 5 - Once you have all the required information and a completed claim form, please email all documentation to the National Claims Department [email protected].

PrixCar Responsibility

Step 6 - Upon receipt of your claim submission, The National Claims Department will issue an acknowledgement email within 3 business days.

Step 7 - A claim investigation is opened.  The investigation may require the engagement of an independent vehicle assessor, who may want to view the vehicle in person.  If so, our office will advise and keep you informed.   Furthermore, our team will contact you for clarification or to seek additional information.

Step 8 - Upon completion of the investigation, you with be advised that the claim has been accepted or denied.

If your circumstances change, please notify PrixCar immediately.

Please allow up to 5 business days for the National Claims Department, to investigate and provide a response.


Claim Accepted

Our National Claims team will email you, confirming the decision, the rationale supporting the decision, as well as any final steps prior to settlement. Please be aware, that the claim review process, may result in full or partial acceptance, and may require a signed release prior to settlement.  

Claim Denied

If the claim is denied, our team will contact you confirming the rationale for the denial.

Contact Details:

If you are unsure or have any questions, please email us at National Claims Department [email protected] Or phone us on 1300 473 006.


Thank you,

PrixCar Services